- Payment Terms: Enquire
- Duration / Course length: 5 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
Day One: Defining and appreciating the customer· Definition of customer
· Definition of customer service
· The internal and external customer
Day Two: Importance of the internal customer
· The need for motivated employees
· The need for qualified employees
· Silo mentality
· Destroying the silos
Day Three: Customer service as a strategic imperative
· From 'suspect' to 'partner'
· Going up the ladder
· The 'KANO' model
. 'Basic' attributes
. 'Performance' attributes
. 'Delight' attributes
· The customer centric organization
· Customer service as a strategic imperative
· The 7 practices of Customer-centric organization
Day Four: Customer satisfaction surveys and other vital tools
· Understanding your customers
· Importance of segmentation
· Principles of customer segmentation
· Focus groups
Day Five: Customer satisfaction surveys
· Key terms
· Major survey methods
· Questionnaire examples
· Customer survey guidelines
· Types of satisfaction surveys
· Basics of sampling
· Attributes to measure
· Customer satisfaction index
· 'RATER' in depth
· Service quality (servqual) gaps model Updated on 16 May, 2024
Eligibility / Requirements
There is no criteria for eligibility to attend this course. Although, English language knowledge is a must and business experience would be an advantage.
Job roles this course is suitable for:
Executives , managers , Customer Care Coordinator , customer service managerAbout Convertas
CONVERTAS is a reliable advisory firm, helping organizations develop their activities to align with their objectives adopting the best practices.
Our trainings and workshops cover all areas of business including Management,Soft Skills and Human Resourses Management, Marketing and Sales, Accounting and Finance, Procurement and Logistics, targeting organizations, managers and employees. Whether in-house or public, trainings are organized with the highest qualified trainers.
Our methodology relies more on the use of audio-visual impact which is more effective than the lecture style. Presentations, videos and simulations methods have proven to be very effective for people to remember.
Moreover, doing and teaching are the best vehicles for learning and remembering. This includes involving the trainee in the teaching process by interacting, through completing worksheets and inciting to explain and present what is acquired.
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